Iberia passengers have an advantage that most do not: the Spanish regulator can decide the claim, and its decision binds the airline. That makes the order of steps simple. File with Iberia, wait a month, then go to AESA.
Which Iberia flights are covered
Iberia holds a Spanish licence, so EU261 applies to:
- every flight leaving an EU or EEA airport (Art. 3(1)(a), Regulation 261/2004);
- flights into the EU from outside it (Art. 3(1)(b)). This is the part that matters on Iberia’s Latin America network. A flight from Bogotá, Lima or São Paulo to Madrid is covered even though it starts outside Europe;
- flights leaving the UK fall under UK261.
On departures from Brazil, ANAC Resolution 400 applies as well. The regulation excludes passengers who already received benefits or compensation in the departure country (Art. 3(1)(b)).
A connection in Madrid on one booking counts as a single journey: the delay is measured at the final destination and the distance from the first airport to the last (CJEU, Folkerts, C-11/11). See missed connection.
Amounts
Compensation is due for arrival 3 or more hours late (CJEU, Sturgeon, C-402/07), for a cancellation notified less than 14 days before departure (Art. 5(1)(c)) and for denied boarding (Art. 4).
| Journey distance | Compensation | Typical Iberia route |
|---|---|---|
| Up to 1,500 km | €250 | Madrid–Lisbon, Madrid–Paris |
| 1,500–3,500 km, and flights within the EU over 1,500 km | €400 | Madrid–Tenerife, Madrid–Athens |
| Other flights over 3,500 km | €600 | Madrid–Latin America, Madrid–United States |
If Iberia reroutes you and you arrive within 2, 3 or 4 hours of the original time, depending on the band, the amount is halved (Art. 7(2)).
Watch out
Payment must be in money unless you agree in writing to vouchers (Art. 7(3)).
Good to know
A reform of EU261 adopted in 2026 keeps the three-hour threshold and the amounts; its new rules do not apply yet.
Iberia owes nothing if it proves extraordinary circumstances (Art. 5(3)), but meals, hotel and rerouting are owed regardless.
Where to file
Iberia has a separate form for each problem. Start at Flight cancellations, delays and changes and pick one:
- cancelled flight;
- delayed flight;
- missed connection;
- denied boarding;
- schedule change.
What Iberia says about the process:
- For a refund after a cancellation it asks for the booking code and the ticket number.
- You receive a confirmation e-mail with a reference number.
- The reply is sent by e-mail; Iberia tells you to check the spam folder. You can also track the claim under “Your claims”.
- Claims are handled in Spanish, Catalan, Portuguese, English, French, German, Italian, Chinese and Japanese.
Baggage is a different procedure, with a Property Irregularity Report number and receipts.
In Espada Sánchez v Iberia (C-410/11) the Court of Justice held that a passenger whose belongings were in a bag checked in under a travel companion’s name can still claim for them. See lost baggage.
If Iberia refuses or stays silent
AESA. The Agencia Estatal de Seguridad Aérea handles claims about flights that depart from Spain, or arrive in Spain from outside the EU on an EU airline. According to AESA:
- claim from the airline first, within five years of the incident;
- if there is no reply within one month, or you disagree with it, file with AESA within one year of your claim to the airline;
- AESA decides within 90 days of receiving the complete file;
- the decision binds the airline, which has one month to comply. If it does not, you can ask a court to enforce it;
- the procedure is free and is filed through AESA’s electronic office.
Flights from another EU country. The enforcement body of the departure country is competent.
Flights from the UK. Iberia does not appear on the Civil Aviation Authority’s list of airlines signed up to an ADR body. The CAA’s own passenger team (PACT) may look at the complaint, but its view is not binding.
For the first written demand, use our claim letter. The rights calculator gives the amount for your route.